Antecedents of Client Loyalty in the Construction Professional Services Sector: A Qualitative Study

Nick Williams*, Paul Hampton, Nii Ankrah, Ezekiel Chinyio

*Corresponding author for this work

Research output: Chapter in Book/Published conference outputChapter

Abstract

While a limited amount of research has focused on client loyalty in wider professional services, none has been carried out specifically in respect to construction professional services (CPS). A review of the wider professional service literature identified a number of key candidate loyalty antecedents. Thematic analysis was undertaken on semi-structured interview data obtained from 20 client and CPS supplier participants operating in the West Midlands (UK). The results were used to refine a literature-derived model of CPS client loyalty. Several modifications were made to themes and sub-themes in the light of empirical data. The results obtained will form the basis for a future quantitative phase of research which will determine the extent to which the findings of this qualitative research generalise to the wider population.

Original languageEnglish
Title of host publicationAdvances in Science, Technology and Innovation
EditorsS.M. Ahmed, P. Hampton, S. Azhar, A. D. Saul
Pages27-32
Number of pages6
ISBN (Electronic)978-3-030-48465-1
DOIs
Publication statusPublished - 2021

Publication series

NameAdvances in Science, Technology and Innovation
ISSN (Print)2522-8714
ISSN (Electronic)2522-8722

Keywords

  • Construction professional service firm
  • CPS
  • Loyalty

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